2510 Blue Pool Drive, Woodbridge, VA 22191•804-304-

4991•Erica_Mitchell83@hotmail.com

Erica Mitchell

Objective

I am seeking to obtain an Entry-level Customer Service position at a top-notch company to bring

the organization enthusiasm, dedication, responsibility, and good work ethic combined with a
desire to utilize my skills through my experience in recent Microsoft education, Customer
Service and Management expertise.

Experience
10/2009-Present Sleep Inn & Suites Ashland,
VA

Front Desk/Guest Services

 Greet and Register Guest when they come in
 Assign rooms and issue keys
 Provide information about services available in the hotel and community
 Establish how the customer will pay for the accommodation
 Complete daily shift checklist to insure operational consistency
 Maintain inventory of rooms reservations
 Assist guest in making, changing and canceling reservations
 Answering multiple phone lines and take messages
 Handle guest mail and customer comments
 Performs related services as requested by Supervisors
 Uses empowerment levels to satisfy guest experience
 Additional administrative responsibilities as needed

10/2007-01/2009 Capital One Richmond, VA

IT Helpdesk Support
 Answer staff questions via phone, and email on all company supported applications
 Answering multiple phone lines addressing inbound users concerns in a timely manner exhibiting
quality customer service
 Troubleshoot over 2,000 user computer problems in different locations: UK Europe, Richmond,
New York
 Determine source of computer problems (Hardware, Software, User Access, etc)
 Advise staff on appropriate actions for different accounts (VPN, Entrust, Chordiant, Prophit)
 Serve as a liaison between staff and other technology departments to resolve issues
 24 hours 7days a week On call support services
 Assisting with problems accessing users accounts by; Resetting passwords, Creating access to
certain application, Correcting incorrect access, and Deleting access to certain application
 Access different databases; UNIX, Oracle, and Teradata
 2510 Blue Pool Drive, Woodbridge, VA 22191•804-304-
4991•Erica_Mitchell83@hotmail.com

Erica Mitchell
 Updating accounts by data entry methods, ensuring that customers accounts are accurate and
updated in a timely manner

11/2005-01/2008 Chick-fil-a Richmond, VA

Cashier
 Provide outstanding customer service which lead to 4 consecutive Employee of the Month
Customer Service Awards
 Receive funds from customers and employees, disburses funds, and records monetary
transactions
 Counts money to verify amounts and issues receipts for funds received
 Compares totals on cash register with amount of currency in register to verify balances
 Prepare food for customers in a timely manner insuring food is of accurate temperature and
freshness

06/1999-11/2007 Hardee’s Ashland, VA

Shift Manager
 Supervised food service employees, their specific tasks and weekly schedules
 Assigned and coordinated work of employees to promote efficiency of operations
 Kept records, such as amount and cost of meals served and hours worked by employees
 Responsible for shift inventory and cost management
 Opened and/or closed store for operation as well as completed various reports
 Maintained cleanliness of food service areas and equipment
 Participated in staff development and safety awareness for all staff members
 Directed preparation of foods and beverages
 Provide outstanding customer service which lead to 4 consecutive Manager of the Year
Customer Service Awards

Education
01/2010-Present J. Sargeant Reynolds Community
College Richmond, VA

2yr. Pre-Nursing Course

04/2007-10/2007 ComputerTraining.com Richmond,

VA
 2510 Blue Pool Drive, Woodbridge, VA 22191•804-304-
4991•Erica_Mitchell83@hotmail.com

Erica Mitchell
MCP (Microsoft Certified Professional)
Coursework included: Microsoft Windows XP Professional 70-270, Managing and Maintaining
a Microsoft Windows Server 2003, Implementing, Managing, and Maintaining a Microsoft
Windows Server 2003, Planning and Maintaining a Microsoft Windows Server 2003,
Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory, Designing
a Microsoft Windows Server 2003 Active Directory and Network

05/2005-07/2006 Stratford Career Institute

Washington, DC
High School Diploma

Personal Skills
 Strong Communication, Organizational, & Customer Service skills
 Hard working; multi-tasked
 Detailed oriented; Reliable
 Relentless Spirit; Integrity

Technical Skills
Microsoft Windows 2003 Pro/Server/XP installation and configuration, Active Directory
administration and design, Active Directory Migration Tool (ADMT), DNS, DHCP, Routing,
Remote Access, TCP/IP and troubleshooting network connectivity, Windows 2003 Network
Infrastructure, Windows 2003 Directory Services, Windows 2003 Network Environment,
Windows 2003 Directory Services Infrastructure, Windows 2003 Network Security,
LAN/WAN, routers, switches, hubs, firewall, fault tolerance, network security, RAM, hard
drives, basic network security, server administration and network protocols

SPECIAL SKILLS
Experience in PC Skills, including Word, Outlook, Excel, Internet Explorer, Adobe Reader,
Emails, VPN, Oracle, UNIX, Entrust, and Typing Skills

Professional References Upon Employer Request